Browsing by Author "Perez Andrango, Silvia Estefania"

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    Calidad del servicio y satisfacción de los clientes en el polideportivo SELC en la ciudad de Latacunga
    (Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Acosta Aimacaña, Erik Joel; Perez Andrango, Silvia Estefania; Parra Travez, Eric David
    The present research aimed to analyze the relationship between service quality and customer satisfaction at the SELC Sports Center in the city of Latacunga. A quantitative approach was applied, with a descriptive-correlational scope, a non-experimental and cross-sectional design, considering a population of 311 users and a sample of 172 participants selected through simple random probabilistic sampling. In addition, the information was collected through a structured questionnaire of 20 items with a Likert scale, based on the SERVQUAL model, validated by expert judgment and with a general reliability of 0.991 according to Cronbach's alpha. The results showed a moderately favorable perception of service quality and a medium-to-high level of satisfaction. Empathy, responsiveness, and tangibility stood out as the highest-rated dimensions, while reliability, perceived value, and facility conditions presented opportunities for improvement. Finally, Spearman’s rho coefficient showed a very strong, positive, and statistically significant relationship between the variables (ρ = 0.950, p < 0.001), indicating that a better perception of service quality is associated with higher levels of customer satisfaction.